Help Desk Supervisor

ROLE & RESPONSIBILITIES: 

• Supervise the work of call center staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
• Ensure service Level Agreements (SLAs) are in place and monitored on a regular basis to improve the end-user experience
• Manage incoming calls to the service desk via telephone, e-mail and efax to ensure courteous, timely and effective resolution of end user issues
• Assist helpdesk Manager in developing work schedules and assign duties to direct report personnel to ensure efficiency
• Track and analyze trends in service desk requests and generate reports for the helpdesk manager
• Oversee development and communication of scripts, usage guides and FAQs for the agents
• Provides training, coaching and mentoring to the service desk technicians to improve effectiveness. Ensures that team members reach established goals and are knowledgeable and cross-trained in responsibilities of the team
• Participate in meetings and recommend changes to policies and procedures
• Interview and recommend hiring and promotion of contact center staff, through partnering with Talent Acquisition and Human Resources
• Assist direct reports with escalated issues or cases as needed
• Perform other duties as assigned by leadership

REQUIRED EXPERIENCE:

• Five or more years of experience in help desk, operations, or in an IT related supervisory role
• Strong customer service skills and personal initiative
• Candidates must be able to obtain and maintain a Public Trust clearance
• Candidates must have lived in the United States 3 out of the past 5 years

PREFERRED EXPERIENCE: 

• ITIL Foundation certification 
• HDI Team Lead certification
• Soft skills and attention to detail

EDUCATION & CERTIFICATIONS:

• Associate or Bachelor's degree and IT industry certifications preferred